This might just be a new low when it comes to elite recognition at a hotel…
In this post:
Courtyard Niagara Falls calls cops on guest for WHAT?!
A shocking FlyerTalk post outlines what allegedly happened when a Platinum member recently spent one night at the Courtyard Niagara Falls.
Marriott elite benefits can be hard to understand, but when staying at a Courtyard property in North America, Platinum members should receive a welcome gift, with their choice of either 500 points (total) or a $10 food & beverage credit (per person). If this isn’t offered or honored, there’s an elite welcome gift guarantee.
According to this FlyerTalk member:
- Breakfast was closed, so the Platinum member asked if he could use the $10 food & beverage credit for grab & go items from the pantry; the agent initially said yes, but when he came down later to grab the food, he was told no, and that he’d have to pay
- The Platinum member pointed out the elite perks from Marriott’s website, but the supervisor said no
- At this point the Platinum member pointed out that this was going against the elite welcome gift guarantee, and the supervisor said to take it up with Marriott
- The supervisor then said that if he didn’t pay for the food, they’d call the police for shoplifting
- At this point the Platinum member asked for the general manager, and the supervisor accused the guest of making threats, and said he would call the police; the supervisor picked up the phone and started dialing, and at this point the guest walked away and said his credit card could be charged
This is a new low for elite recognition
What a bizarre story, though let me start by acknowledging that we only have one version of events. That being said, a few thoughts:
- It’s kind of unbelievable that there was this much drama over a $10 food & beverage credit
- Hotels typically care so much about TripAdvisor and other online reviews, and as a result you’d think hotels would typically make reasonable accommodations to ensure that guests leave happy; clearly that’s not the case at this property
- Even if the supervisor had a different take, how ridiculous to accuse a loyal customer of shoplifting because they have a different (correct) interpretation of the rules
- Unfortunately Marriott hotels making up their own rules is nothing new; there’s no reason the guest shouldn’t have been allowed to use a food & beverage credit this way, especially if the restaurant was closed for breakfast
Bottom line
The Courtyard Niagara Falls allegedly threatened a Platinum member because he wanted to use a food & beverage credit for the grab & go selection, when breakfast was closed. Goodness, how the value of elite status has fallen…
What do you make of this Courtyard food & beverage credit incident?
For me, Marriott's benefits achieve a new low every time I stay there. Think about it, what does a $10 F&B credit really get you? Ten years ago, you know in the days when Marriott actually had concierge lounges that were open and had food -- wow, what a concept -- they rolled out that $10 credit and it actually bought you a couple beers or a nice glass of wine after check in. Now,...
For me, Marriott's benefits achieve a new low every time I stay there. Think about it, what does a $10 F&B credit really get you? Ten years ago, you know in the days when Marriott actually had concierge lounges that were open and had food -- wow, what a concept -- they rolled out that $10 credit and it actually bought you a couple beers or a nice glass of wine after check in. Now, it doesn't even cover the tip for the bartender. I just went to the Marriott Westdrift in Manhattan Beach California, and the cheapest draft beer was $18. I'm pretty sure the bean counters at Marriott know what inflation is. Somehow though, they think their F&B credits are immune.
Loyality to any travel company is nothing more than asking for aggravation. The rules seem to change depending on location and who is in charge at the moment. The miles offered on loyality air programs have diminished as the years roll on and before long They will limit it to domestic flights only. Thinking your going to get a perk for being a loyal member will inevitably lead to disappointment. The example given was not...
Loyality to any travel company is nothing more than asking for aggravation. The rules seem to change depending on location and who is in charge at the moment. The miles offered on loyality air programs have diminished as the years roll on and before long They will limit it to domestic flights only. Thinking your going to get a perk for being a loyal member will inevitably lead to disappointment. The example given was not about the $10 but about how the person felt thinking they could use it on any food item.
Not surprised at all. In Aug, I stayed at a very expansive hotel in Santorini, I wasn’t given an upgrade because “your room is already nice enough and next up is the Presidential Villa that we don’t give as an upgrade” which made 0 sense. We even had to pay $30 for breakfast because breakfast offered to guests doesn’t start until next morning for me since we already got a favor by being checked in early.
I would like to hear marriott's side of the story before passing severe judgment . Also it might be a one time situation with an emplyee with issues. I have had excellent experiences in general as a Marriott elite with Marriotts in Europe and Asia and am a big Marriott fan. However I steer away form Courtyards as they dont realy recognize status as well.
I recently told Marriott Bonvoy that I was going to date another. In my (2) years as Platinum and the last (4) years as Titanium, not ONCE WAS I EVER UPGRADED. I just got the pleasure of having drinks and blabbing to all I was Titanium. 90 nights a year and ZERO upgrades ever! Most never gave me breakfast as they were supposed too. Franchise properties have "jungle rules" and really do not care what...
I recently told Marriott Bonvoy that I was going to date another. In my (2) years as Platinum and the last (4) years as Titanium, not ONCE WAS I EVER UPGRADED. I just got the pleasure of having drinks and blabbing to all I was Titanium. 90 nights a year and ZERO upgrades ever! Most never gave me breakfast as they were supposed too. Franchise properties have "jungle rules" and really do not care what you think. ALSO! ONLY (12) front desk clerks in (6) years ever stated at check in that they appreciated me being a Titanium member. I finally realized..."What am I doing giving them over 30k a year for nothing?" HYATT has already automatically given me 3 upgrades whenever I check in and initial Globalists status to match Marriott. Marriott is now just a money vacuum and mean to its best customers. I have been treated overall nicer at the Summerfield Suites than the Marriott's and Westins. My JW MARRIOTTS have all been great. The Ritz and St Regis were mixed. Bottom line, say goodbye to Marriott until they pull their head out and do what they should be doing. I have not cancelled my Marriott Brilliance AMEX card yet.
I am a Titanium member and I usually get an upgrade 85% of the time if available. I also ask when I check in and don't just expect they will upgrade me. Just my 2 cents
What is amazing is how many low information people don't even read what was written (maybe due to illiteracy of just plain ignorance) but then comment about what people should or shouldn't do, how they think they are better than folks or other stupid comments.
Breakfast was closed, did you not see that? Better than folks? You spend more nights in a hotel than at home so yes, you have a right to expect...
What is amazing is how many low information people don't even read what was written (maybe due to illiteracy of just plain ignorance) but then comment about what people should or shouldn't do, how they think they are better than folks or other stupid comments.
Breakfast was closed, did you not see that? Better than folks? You spend more nights in a hotel than at home so yes, you have a right to expect what you worked for.
Again, entitlement by liberals want everyone to be equal; we are not. Some of us are taller, smarter, better looking, run faster, weigh less, weigh more, etc. We are not equal. Get over it!!
The $10 is typically used for any food or beverage charged to the room, period. You don't have to be a rocket scientist to figure this out.
This hotel property should be devalued and any property that doesn't want to stick with the Marriott program.
Just as you expect certain standards when staying at the properties, you should be treated the same at all properties per the standard. What a shame!!
Do away with this "I am better than you" B.S. altogether. Rent the room make everything else Alacarte.
First of all the supervisor at that MARRIOTT should be fired. I am a titanium elite lifetime and if something like that happened to me I’d tell him to call the police then I would call MARRIOTT customer care and tell them what had happened and I would advise them to call that supervisor of the hotel and remind him of the customers status and that the customer was correct. I have used the $10 credit many times on the lobby mini bar.
I cancelled my Marriot membership when I heard this
There is no excuse for such stupidity. It’s like an idiot woman at a Hampton inn in North Carolina. She called one afternoon and siad my credit card was no good and i needed to provide another or she would cancel my reservation. I told her no, the credit card she had was cancelled as it was compromised and said that she didn’t care why. I said then go ahead and cancel. The cow charged...
There is no excuse for such stupidity. It’s like an idiot woman at a Hampton inn in North Carolina. She called one afternoon and siad my credit card was no good and i needed to provide another or she would cancel my reservation. I told her no, the credit card she had was cancelled as it was compromised and said that she didn’t care why. I said then go ahead and cancel. The cow charged me a $50 no show fee on the new card i had with Hilton.
Hilton said they couldn’t change. As a lifetime diamond member they would waive it but it was up to the hotel.
Fine by me. The moron who owned the hotel obviously didn’t think i t was possible to find out who the owner of the property was and then blackballed ANY of their properties from ALL of our people traveling. Took me all of 5 minutes in an email to cut their revenue in one year by at least 100%
Bring it on poor customer service people.
what a great idea. Money talks, BS walks. Customer service is dead so people who don't understand that, deserve to suffer where it hurts the most, in their purse.
Good for you!
According to you, "all of your people" were the only people who ever stayed at that hotel. If your credit card wasn't any good, because it was compromised, why wouldn't you give another card?
Marriott has become total crap, top to bottom……so not surprised when I hear stories like this. I’m a Lifetime Platinum who almost totally avoids them now.
We recently stayed at a Marriott in Mass. Ordered a Jameson and was charged $2 for one ice cube. I am finished w Marriott.
Marriot Hotel charged my credit card 10.35 for absolutely nothing at all, my room was paid by an already paid gift certificate, making money any way they can but I will always recommend Hyatt or The Hampton over Marriot any day and I will not stay there again
Marriott's and IHG's reward programs are devolving and becoming third rate programs. I started focusing my hotel brand loyalty to Hilton, and I am enjoying improved experiences.
Just document the situation and report it to corporate! Use the employees names in the complaint. I had a similar situation on an international trip and the Managers and employees defaulted to local norms instead of Marriot corporate policies. I got a Suite upgrade and 15,000 points along with an apology letter from the Hotel Manager! Very satisfying to say I TOLD YOU SOO!!!
What is the best method of contacting Marriott corporate, as I have an issue with an e-gift card with the them?
The best way I have found to take care of an issue like that is to call customer service and IMMEDIATELY ask for a supervisor. No matter what they say back to you just tell them you are not speaking to them and you want a supervisor NOW!!
The issue from my perspective is far less Marriott but rather that hotels and service in the USA are far inferior to anything overseas by the same chains. I use both Hyatt and Bonvoy brands throughout Southeast Asia, Central Asia and Europe. Service, upgrades to large suites and all the perks are universally applied in both Hyatt and Bonvoy properties. In the USA I set my expectations very low and am annoyed by the terrible...
The issue from my perspective is far less Marriott but rather that hotels and service in the USA are far inferior to anything overseas by the same chains. I use both Hyatt and Bonvoy brands throughout Southeast Asia, Central Asia and Europe. Service, upgrades to large suites and all the perks are universally applied in both Hyatt and Bonvoy properties. In the USA I set my expectations very low and am annoyed by the terrible quality of food, service, rooms, expectations of tipping for what is included overseas, paying for parking that should be free, etc. But, though annoyed, it is just what to expect in the USA in 2022.
I truly believe Marriott has been growing to fast and forgetting the most essential part of the training that make them a desirable destination.
Marriott needs to upgrade their training and respond to this incident publicly and to the remember - customers are always right - policy.
We're both (xxxx)status and a Marriott property in Savannah dropped the ball 11.25 on a stop from Ohio to Florida! Had to switch room at 11pm and missed 2nd chance for our upgrade at out evel and AmexPlatinum perk--overlooking parking lot x2 is very underwhelming when across hall were water views and not 2x queen beds which ee got both times! Looking at Hyatts a bit closer! Were 100+ night travelers....
Been a Marriot player for 35 years and all I can say is...it's been a downward spiral for the last 5!
You need to specify which Courtyard Niagara Falls to which this refers, the American or Canadian one.
Yes please. I’d like to avoid in it future (titanium member).
The courtyard in Niagara Falls Canada is the worst courtyard I’ve ever stayed in. I’ve been a platinum member for the last 8 years. That hotel is trash.
I am ambassador at Marriott and it's already a month I switched to Hilton. Unfortunately I have been in situations like this and called the ambassador line without removing anything because each property treats you as they want now regardless of the Marriott bonvoy program. Instead of going through more frustration and maybe something like this article I decided to leave Marriott for the good.
How about Courtyard by Marriott in Florence South Carolina fired their employee for making a cup of tea to drink in the morning before work. Heard the low life manager lecture, pay for the tea and getting fired.
I am Lifetime Platinum Elite and will NOT stay at a Courtyard. They are over priced little service, the $10 barely gets you 2 coffees and the decor is low level. I try to keep my Hilton status up and when on a Courtyard is the only hotel avail I go Hilon
It sounds like the guest is the one who started the drama over $10 in snacks when they should gave just taken the points abd walked away. Next time don't be late for breakfast.
Since when would any reputable organization quibble about $10! OMG...this smell of some liberal idiot whose actions will result in this Marriot player to never come back. MARRIOT--Stand up!
Just a thought… Maybe your attitude got you that reaction. Try being civil. Otherwise, just get a life.
The program is clear but those people are no longer trained... The guest had the right to use the credit at any time he wants. Another example: what would have you done in my shoes when I asked for the complimentary upgrade, being told there is no suite for upgrade and book the suite while checking in just to show: you got suites you just don't want to give them for free upgrade.... And this is only one example.
Sounds about right. At the Hilton Garden Inn Merrillville, Indiana, the late night front desk agent called the police on me after a relatively innocuous exchange. These wild things happen all the time I suspect, most simply don't make it to article status, like mine...
I arrived at the front desk w/ my roller bag & backpack (dressed in a 3 piece suit) around 11PM. The attendant briefly glanced at me and said, "Place the...
Sounds about right. At the Hilton Garden Inn Merrillville, Indiana, the late night front desk agent called the police on me after a relatively innocuous exchange. These wild things happen all the time I suspect, most simply don't make it to article status, like mine...
I arrived at the front desk w/ my roller bag & backpack (dressed in a 3 piece suit) around 11PM. The attendant briefly glanced at me and said, "Place the food on the counter because you cannot go to the guest's room." I responded, "I'm checking in." She said, "I don't like your tone, please leave or I'm calling the police." I said, "I have a reservation and am checking into my room." She called the police and told them I had threatened her. The next day, the general manager told me he had no apology to make because I had threatened his employee. Mind boggling power trip. Obviously I will never willingly stay at a Hilton property again for as long as I live.
2 sides to every story right?
Maybe he threatened on the shoplifting and the guy called his bluff. Other guy wasn't gonna back down and called. We call it a P1551NG Match where I'm from.
Or screaming match broke out and perhaps a 19yo inexperienced worker called or another guest.
It could have played out so many ways.
Marriott Hotels has basically turned into a collection of flop houses; they behave as if their guests, paying them 200+USD per night, are all criminals. They threaten the police, which they learned from the airlines. They entered my credit card incorrectly for a dinner charge, and when I called down to correct it, said, "I'm glad you called, we wouldn't want to have to have you arrested." This may have been a very lame attempt...
Marriott Hotels has basically turned into a collection of flop houses; they behave as if their guests, paying them 200+USD per night, are all criminals. They threaten the police, which they learned from the airlines. They entered my credit card incorrectly for a dinner charge, and when I called down to correct it, said, "I'm glad you called, we wouldn't want to have to have you arrested." This may have been a very lame attempt at humor, but it sounded quite serious. I was so shocked I just hung up. Then I started noticing they are taking guests that the federal government is paying for - they've essentially started padding their bottom line with disadvantaged people and treating them poorly, as well as their "elite" members.
In my last 6 stays, I have not been offered anything. One staff member thanked me for being a Lifetime Platinum Elite. I haven’t bothered to say anything because, like many of us, I just want a room key and a place to put down my bags. Although, my last few stays were Courtyard, Aloft and AC, arriving in late evening. So that may play a part.
As a platinum for life member I can say that Courtyard is one of the worst Marriott properties. They're always the last on my list.
I have stopped hitting Marriott properties and have much better experiences at both Hilton and IHG properties. In fact in the 2.5/low-3 star category, Holiday Inn Express is now my preferred option over Courtyard or Springhill Suites or the Hampton from Hilton.
Courtyard always reminds me of a snotty employee working in a fancy store. You know the kind that looks down on customers, thinking she has money because she sells expensive goods, when...
I have stopped hitting Marriott properties and have much better experiences at both Hilton and IHG properties. In fact in the 2.5/low-3 star category, Holiday Inn Express is now my preferred option over Courtyard or Springhill Suites or the Hampton from Hilton.
Courtyard always reminds me of a snotty employee working in a fancy store. You know the kind that looks down on customers, thinking she has money because she sells expensive goods, when in fact she is a clerk who goes home to a sad life after a day being uppity to customers who actually do have money.
Courtyard doesn't know where it fits in the market anymore. No free breakfast like lesser tiered hotels and I once got charged for parking at a empty one outside Portland located near nothing. Often the Courtyard has no pool and a bad gym and sometimes they have this weird bar that are open just a few evening hours and seems to attract old unattractive prostitutes looking for fat old travelers who plan to go to bed by 10pm.
These days I affirmatively skip out on Courtyard, which is odd because when they came into the market decades ago, they dominated their tier.
Great read! As a titanium member I have been disappointed with the lack of consistency among properties. There's a reason why I became a member. And my loyalty should be recognized across the brand which is what they promise.
My experience as a Platinum Elite is that very few properties actually give you the room upgrades they promise as a benefit, simply staring they are sold out yet you can readily book the room online as they are fully available for the length of your stay when you check online, even as you are checking in! Losing faith in this brand and their loyalty program.
Corporate should straighten this out. Threatening to call the police is terrible.
It's this type of treatment that after 30 plus years of loyalty to Marriott, I'm done.
Platinum status with Marriott isn't that high up on the "food chain" . . . that's one of the reasons lower tier Marriott chain properties don't really care about your status. However, once you have achieved the Titanium or Ambassador status then you will see major difference. Just to be fair to other hotel chain . . . Hilton is the same. I am speaking from experience. I travel for work for the past 20...
Platinum status with Marriott isn't that high up on the "food chain" . . . that's one of the reasons lower tier Marriott chain properties don't really care about your status. However, once you have achieved the Titanium or Ambassador status then you will see major difference. Just to be fair to other hotel chain . . . Hilton is the same. I am speaking from experience. I travel for work for the past 20 plus year, average 40 plus weeks/year. I sleep in their beds more than I sleep in my own bed.
As a Titanium for life I can vouch that I do enjoy their perks. Free breakfasts, free high speed internet, vouchers, upgrades. I have noticed that traveling through Europe and Canada my status seems more respected that in the USA.
I would determine if the property was a franchise or a Marriott managed hotel. Once determined I would contact Marriott, report the incident. I am sure Marriott would not want any guest treated this way no matter what their status.
I agree, I would of have called the reservation number and let them know immediately
I have had lifetime Platinum status for a very long time. The past few years have seen a humongous drop in Marriott service and quality. I recently decided to start frequenting Hilton properties and was surprised how much better they are than Marriott. From the people to the properties. Once my points are exhausted I will only stay at a Marriott if I have no other choice.
Unfortunately Hilton gives one credit per stay regardless how many days it is while Marriott give one credit per day, which is much better method.
We had a similar situation happen to us at the court yard in ft myers. We were titanium ate that time and would not give my wife the 10$ credit as well we we’re staying in the same room per policy guest +1 staying in same room. Then would let us use on grab and go only from their over priced market. Marriott court yards are the worst
Just visited this Marriott during Buffalo snowstorm. No welcome points or gift. Breakfast was $20 and you had to pay for parking while lot was half empty. Visited a Marriott in Toronto a couple days later - nice welcome Gift complementary parking and free breakfast. Learning Marriott is not Marriott everywhere.
I'm sure you did due diligence in this article. You got multiple sources. You tried to interview the hotel. You interviewed Marriott. YOu sought out neutral guests.
Have you ever stood behind an entitled customer and listened to how they treat people in service rolls?
You sound like an employee of this hotel…
I’ve given up on Bonvoy after three years of Platinum status. Not one single lounge has been open since the pandemic allowed operators to close them. Only once has the breakfast benefit been worthwhile since my employer also reimburses breakfast expenses. Room preferences are seldom honored at brands above Courtyard, and these “Suite Night” rewards have never been available for me. Free agency is the way to go.
That being said, don’t argue with...
I’ve given up on Bonvoy after three years of Platinum status. Not one single lounge has been open since the pandemic allowed operators to close them. Only once has the breakfast benefit been worthwhile since my employer also reimburses breakfast expenses. Room preferences are seldom honored at brands above Courtyard, and these “Suite Night” rewards have never been available for me. Free agency is the way to go.
That being said, don’t argue with the desk staff or local manager who just worked a graveyard shift. Take it up with Marriott afterwards.
Hilton is much better
I went to McDonald’s thanksgiving morning and the Mobile app wasn’t working. About to get into an argument with the supervisor but I stopped and said to myself is it worth it over $9 bucks ? No pick your battles. The guest should have handled the situation better that was obviously poor service and they could have just called Marriott as the employee suggested.
After staying at Hilton 50+ nights before I’ve had issues...
I went to McDonald’s thanksgiving morning and the Mobile app wasn’t working. About to get into an argument with the supervisor but I stopped and said to myself is it worth it over $9 bucks ? No pick your battles. The guest should have handled the situation better that was obviously poor service and they could have just called Marriott as the employee suggested.
After staying at Hilton 50+ nights before I’ve had issues such as being double charged when my reservation was a pre pay. So I called the GM after my stay and got it fixed. No need to start an altercation with an hourly hotel employee. Be kind.
Marriott DGAF and doesn't bother taking care of guests these days. Easy to say "oh they should just follow up w/corporate after!"
So much for the Red Wave btw...ouch!
I feel like I need to call the cops on the decor of the room in the header photo. It’s laughably, pitifully bad; like Zsa Zsa Gabor was given a big dose of acid and $100 to decorate the place.
@Pete
Not funny. Pathetic.
Really? Too much like your own taste to get the joke, perhaps?
That room is supermegafugly. Period.
We have given up on Marriott as after decades of problem issues overcharging, disrespect for their own policies, not crediting points, not honoring perks, poor conditions at hotels, managers clearly not doing their jobs and total lack of loyalty towards their frequent customers ( more than 180 room nights per person) and lack of taking responsibility and lack of cars for their customers. We have stopped using Marriott or their affiliates! We don’t mind paying...
We have given up on Marriott as after decades of problem issues overcharging, disrespect for their own policies, not crediting points, not honoring perks, poor conditions at hotels, managers clearly not doing their jobs and total lack of loyalty towards their frequent customers ( more than 180 room nights per person) and lack of taking responsibility and lack of cars for their customers. We have stopped using Marriott or their affiliates! We don’t mind paying but we hate to be used!
Yes, the $10 is for food and beverage. I just spent a week at a Marriott and received a $20 credit which I used for food and beverage in their market place. I am a Titanium Elite member. I also received 8 nights of suite upgrade at the same Marriott. Other times when at various Marriotts in the past 2 years when the breakfast has been closed I applied the credit towards the marketplace.
The Elite status at Marriott is usually not recognised and no upgrade is offered
Plus a lot of Marriott properties are run down
Not to mention extremely expensive
They also put a hold on your card for incidentals like items from the grab and go section
bizarre to say the least
" Marriott hotels making up their own rules "
seems to be fairly common practice at all hotels
try the Grand Hyatt Bali , the only Hyatt hotel, perhaps only hotel anywhere to add 3% charge for using a credit card- try getting an explanation from the hotel or Hyatt, good luck
Maybe, they want you to pay the merchant fee instead?
It’s the merchant fee. I’ve seen it at a few Asian properties. The Nusa Dua hotels go after tourists in any way they can.
I've been using Marriott for my work trip for years, and most of the time I had an unpleasant experience with the front desk staff. Now I use Holiday Inn and wow, what a difference in friendliness. Also, Holiday Inn has the most comfortable beds, and they ways serve hot breakfast.
After reading through the comments on this story, wow. You people and your behavior is exactly why you cant get good customer service in hotels anymore. I worked in the hotel industry for 10 plus years at the big 3 (Hilton, Marriott, IHG) and will never work in a hotel again due to guests undeserving pretentious behavior. Grow up and stop treating front desk agents and management less then you because your company pays for...
After reading through the comments on this story, wow. You people and your behavior is exactly why you cant get good customer service in hotels anymore. I worked in the hotel industry for 10 plus years at the big 3 (Hilton, Marriott, IHG) and will never work in a hotel again due to guests undeserving pretentious behavior. Grow up and stop treating front desk agents and management less then you because your company pays for you to stay 100 nights in a hotel. I can guarantee you the guest in question here was being unreasonable in their response to whatever miscommunication was going on over ten bucks. Management doesn't just call the police for no reason. Good luck to you all. Hotel loyalty programs are a scam and they don't care about you.
I totally agree. As an IHG Diamond Ambassador, I would say that Holiday Inn service is even better than some Intercontinental hotels. Much better elite recognition plus benefits.
Since COVID, and I hate that scapegoat, but service, in general, has fallen. Where I often stay, I'm on a first name basis...and it's cool. But, when I venture to "new" properties I often feel less than, a most welcome guest. Often, I'm on other's credit cards/accounts...I'm still staying 100+ nights in a hotel per year. I appreciate all the little things. The extra pillows, late check out...the observance of Do Not Disturb. Yes, you...
Since COVID, and I hate that scapegoat, but service, in general, has fallen. Where I often stay, I'm on a first name basis...and it's cool. But, when I venture to "new" properties I often feel less than, a most welcome guest. Often, I'm on other's credit cards/accounts...I'm still staying 100+ nights in a hotel per year. I appreciate all the little things. The extra pillows, late check out...the observance of Do Not Disturb. Yes, you do all this on the app, but bam, bam, bam...despite the sign on the door too!? I'd love to be an uncover guest...there are hotels that simply rock! And, then there's staff even at higher end properties that....let's just say, fail miserably. I feel like they can't wait until I leave! Next!
Yes this is how they act now something very similar happened to me at the renaissance St. Louis airport
If the hotel was unwilling to comply they should have said to take it up with Marriott and required he pay. The chance of Marriott doing anything about it is slim. Marriott corporate used to get involved and/or give people reasonable compensation based on such events, but these days they basically push it down to the hotel. This said, it may be more successful as the request came through corporate. On the other hand if...
If the hotel was unwilling to comply they should have said to take it up with Marriott and required he pay. The chance of Marriott doing anything about it is slim. Marriott corporate used to get involved and/or give people reasonable compensation based on such events, but these days they basically push it down to the hotel. This said, it may be more successful as the request came through corporate. On the other hand if they were going to call the police, I would have paid the $10 or whatever it was and dealt with it later. THe time involved to deal with the police etc would not be worth it. Marriott needs to control these extra fees that hotels seemingly can get away with. I was once charged a package delivery or storage fee and did not know about it in advance.
I will not be staying at that hotel. I expect a certain amount of decent from any Marriott hotel I stay in.
I had a similar experience recently with a Marriott Rewards program issue. I called corporate Marriott while on property. They were as unwilling to assist as the manager on duty, and equally as unconcerned about the lack of resolution of the issue. Since COVID, amenities are reduced, service is lacking and hotels seem content with the new normal.
Lifetime Platinum Elite, just got my luggage LPE luggage tags in the mail a week ago. Yay. Haven't got an upgrade since the Clinton Administration. Here's my revenge at a Courtyard hotel. I travel solo for work, but I book the room for 2 people, 95% of the time it's the same price as it would be for 1 person.
The Courtyard Platinum Elite F&B/ Breakfast benefit is $10 per guest per room per...
Lifetime Platinum Elite, just got my luggage LPE luggage tags in the mail a week ago. Yay. Haven't got an upgrade since the Clinton Administration. Here's my revenge at a Courtyard hotel. I travel solo for work, but I book the room for 2 people, 95% of the time it's the same price as it would be for 1 person.
The Courtyard Platinum Elite F&B/ Breakfast benefit is $10 per guest per room per night, so I get an extra $10 by booking for 2. Makes up for the recent breakfast price inflation and gets me back to the "free breakfast" I was promised back when being Platinum meant something ...
Stayed at the Hampton Inn Chester in VA during a drive up the I95. Hilton Diamond parking out front. The lady at check in offered me and my guest water and snacks despite that not being my chosen MyWay benefit. Although everyone gets breakfast at the Hampton, the hotel was more than generous lining up to go bags for guests to grab in addition to the hot one that was already offered. I’ve received upgrades...
Stayed at the Hampton Inn Chester in VA during a drive up the I95. Hilton Diamond parking out front. The lady at check in offered me and my guest water and snacks despite that not being my chosen MyWay benefit. Although everyone gets breakfast at the Hampton, the hotel was more than generous lining up to go bags for guests to grab in addition to the hot one that was already offered. I’ve received upgrades at each of my European stays. I currently bookended a free night certificate with two Amex FHR reservations due to availability at the Waldorf Edinburgh Caledonian. The hotel honored the Amex $100 (€75) credit for each separately reserved night while upgrading my room for the entire stay. That, plus Amex Platinum annual $200 FHR credit, plus Amex Offers’ current $100 of $500 spend at said Waldorf…. Three nights’ stay, two nights paid, $400 off.
Let’s just say I have yet to step foot into a Marriott.
Marriott has fallen so far. Starwood RIP. In the last 30 years I have spent nearly 1000 nights at Marriott related properties. Now I only stay at their properties if we have no other choices. We have not stayed at a Hilton for 20 years and yet because of AMEX PLANTINUM we pretty much have the same benefits as we get being Bonvoy Lifetime Platinum. Marriott has lost a loyal customer who spent atleast 25...
Marriott has fallen so far. Starwood RIP. In the last 30 years I have spent nearly 1000 nights at Marriott related properties. Now I only stay at their properties if we have no other choices. We have not stayed at a Hilton for 20 years and yet because of AMEX PLANTINUM we pretty much have the same benefits as we get being Bonvoy Lifetime Platinum. Marriott has lost a loyal customer who spent atleast 25 nights a year for over 20 straight years. I hope many many formerly loyal and happy Starwood members will take this opportunity to boycott Marriott. One person makes very little difference to Marriott but thousands would. Marriott is the bully on the block. The only reason Marriott even bought Starwood was so they could monopolise the Loyality Market. Something they have long been trying to do. Shame on them for being so transparent. I hope it eventually turns around and bites them in the you know what. Please can't we unite against tyranny?
I had something like this happen to me at the Abingdon, Va. Fairfield Inn.
I was given the wrong room key by the hotel manager because she was frustrated with a young employee she was ineptly training at the time and wasn’t paying attention to what she was doing. Anyway after I entered another guests room I went straight back to the Lobby When I approached her about what she had done she got...
I had something like this happen to me at the Abingdon, Va. Fairfield Inn.
I was given the wrong room key by the hotel manager because she was frustrated with a young employee she was ineptly training at the time and wasn’t paying attention to what she was doing. Anyway after I entered another guests room I went straight back to the Lobby When I approached her about what she had done she got defensive, acted irate and blamed her mistake on me. Long story short she threatened to call the cops on me (because I pointed out her carelessness) if I didn’t leave. I was with a female at the time so we left quietly. If I were by myself I would have pushed it further but I didn’t want to make a scene in front of my lady friend. The manager should have lost her job for 1. giving out the wrong room key and 2. causing a major disturbance to cover up her incompetency, but with the labor shortage I’m sure she’s not only kept her job but I bet she’s been promoted to regional manager.
Some people aren't meant to work in customer service jobs they have no appreciation for people or value their business standards, rules or satisfaction of service so pick your employees very carefully because sometimes qualifications do not matter
As a Hilton Diamond member, recently I was denied a room upgrade at the Hilton Canopy hotel in Grand Rapids, Michigan solely because I was using my HH points to pay for the room. There were rooms available for an upgrade, but the supervisor who was assisting check-ins informed me that the Hilton “system” would not allow him to provide a room upgrade to someone who was using HH points rather than paying. When I...
As a Hilton Diamond member, recently I was denied a room upgrade at the Hilton Canopy hotel in Grand Rapids, Michigan solely because I was using my HH points to pay for the room. There were rooms available for an upgrade, but the supervisor who was assisting check-ins informed me that the Hilton “system” would not allow him to provide a room upgrade to someone who was using HH points rather than paying. When I explained that I’ve never been denied an upgrade at a Hilton while using points, he repeated that the “system” would not allow him to provide an upgrade because I was using points to stay there. I asked Hilton about this via the Hilton website, and received a reply that I’d be receiving a response, but weeks later there has been no reply from either Hilton or the Canopy. Does anyone know if only Canopy hotels deny upgrades to Diamond members using points, or is this a practice that is more widespread within Hilton? Need to know for planning future stays. Thanks.
It is probably this particular hotel’s system of not allowing upgrades on awards/points stay. I have stayed at a Hilton property before as a Diamond member and they were very generous with the upgrade even on points stay. I have stayed at an IHG property before and they provided a suite upgrade on a paid stay as a Platinum Ambassador (now, I am a Diamond Ambassador). Someone else who stayed at this hotel on an...
It is probably this particular hotel’s system of not allowing upgrades on awards/points stay. I have stayed at a Hilton property before as a Diamond member and they were very generous with the upgrade even on points stay. I have stayed at an IHG property before and they provided a suite upgrade on a paid stay as a Platinum Ambassador (now, I am a Diamond Ambassador). Someone else who stayed at this hotel on an award stay was not given an upgrade as a Platinum member because of this reason (no upgrades on awards/points stay). So, it is probably something that has more to do with the individual property rather than the corporate policy, which I don’t think denies upgrades on awards/points stay. Yet, overall, Hilton and IHG have been very generous for upgrades. Apparently, better than Marriott based on comments here. Most likely, Asia based properties of Hilton and IHG are much better.
I'm Diamond and staying on free night Amex certs next week at a Waldorf... my upgrade just got processed automatically last night.
If a hotel employee says you have to pay for something, then pay for it. Otherwise, it is stealing. If you think you were denied a benefit, take it up with corporate at a later date.
It's not surprising me as I notice bad iteracton with Marriott Florida and really desapionted to know that I become a member to such a low service.
They lost me and many others who keep reading about it. R.E.
I so miss Starwood!!!!!
I stayed in that hotel about 4 years ago. The attitude of employees was terrible. They could care less. It was very disappointing. It is a one time tourist stop and they know you won’t be coming back.
Wait until you get a load of the managers at Wayne NJ Courtyard! Majid and Valerie are incompetent as they come! Avoid!!
I have written about the issue of Marriott executives kowtowing to franchise owners of Marriott properties. This continues to sully the Marriott brand. It is disappointing that you don't get what is marketed on the Marriott. I used to love Sheraton because one could get a consistent experience globally. But now, I have had multiple negative experiences. I am a lifetime Titanium member but feel no loyalty to Marriott.
@Anthony Joseph - if lifetime why are you loyal at all? I'm lifetime Titanium and also lifetime elite on AA and DL (3 million miles on each). Then I am top or next to top level with every major chain through credit cards or status match. Finally Caesars Diamond Plus (through gambling) and MGM Rewards Gold (through Hyatt match). Lifetime status (and having status with credit cards or ongoing matches is basically lifetime status) frees...
@Anthony Joseph - if lifetime why are you loyal at all? I'm lifetime Titanium and also lifetime elite on AA and DL (3 million miles on each). Then I am top or next to top level with every major chain through credit cards or status match. Finally Caesars Diamond Plus (through gambling) and MGM Rewards Gold (through Hyatt match). Lifetime status (and having status with credit cards or ongoing matches is basically lifetime status) frees you from any loyalty! I fly and stay with whomever works best for me on any individual trip without regard to which program I'm in. That is the beauty of 35 years of heavy travel - at this point I don't have to get on the hamster wheel to keep "earning" status so have ZERO loyalty to anyone. Life is good!
No such thing as a "LIFETIME TITANIUM" member.... I stay over 100 nights a year... LIFETIME PLATINUM... yes.... I wish therewas a lifetime titanium!
There is certainly a lifetime titanium status. Anyone who earned lifetime what-at-that-time-platinum (before plat was devaluated) at the time of the SPG / Marriott merger was granted Lifetime Titanium. It was a one time thing, but they are grandfathered into lifetime Ti forever.
This is Billy Rubin territory!!
Had a similar situation in Fort Wayne, no cops though
The staff really doesn’t understand what they can and can’t do, and certainly don’t understand hospitality.
There’s a lot missing here, particularly what this looked like from the employee’s view.
People who work in hotels ( and many other service fields) have been exhausted by the past three years. Their tolerance for rudeness or history from guests is in many cases very low, probably lower than it should be. But the police do not make a judgement about that. If a hotel staff member calls the police to evict a guest,...
There’s a lot missing here, particularly what this looked like from the employee’s view.
People who work in hotels ( and many other service fields) have been exhausted by the past three years. Their tolerance for rudeness or history from guests is in many cases very low, probably lower than it should be. But the police do not make a judgement about that. If a hotel staff member calls the police to evict a guest, the police will do it. The business has the right to ask just about anyone to leave.
It’s frustrating, but there days getting team members is harder than getting guests. That is the background against which management at the property will view this. It is also the background for Marriott.
Cops called . . .
maybe because, it was shoplifting at the end, because of a 4,- USD difference?
Grab-n-Go Breakfast at that property (according to Bonvoy Webpage) starts at US$ (from!) 14,-
So the Bonvoy Welcome Bonus of USD 10,- would NOT get you far!
Unfortunately in general people usually interprete the benefits to there benefit. I agree Marriott should be more clear and consistent with Elite benefits. But there is never a good reason to belittle staff. And as a employee I can say this happens. Remember a simple rule"you get more done with sugar apposed to vinegar" you are dealing with a human being please be respectful. If a hotel is sold out there is simply no more...
Unfortunately in general people usually interprete the benefits to there benefit. I agree Marriott should be more clear and consistent with Elite benefits. But there is never a good reason to belittle staff. And as a employee I can say this happens. Remember a simple rule"you get more done with sugar apposed to vinegar" you are dealing with a human being please be respectful. If a hotel is sold out there is simply no more rooms available. Don't argue the fact ask for a
Manager and carry on like your the only person on earth. When you call for reservations, get off your car phone, speaker phone, speak clearly, with limited back ground noise. So that we may be as accurate as possible with your reservations.
Don't ever go to the Marriot again if they treat you like garbage . Customer service is everything for a business. It takes months to find a customer but a few seconds to lose one over bad service.
Hotel members are most definitely not free to leave the chain... They have to pay Marriott the $they would have made if they would have remained with the flag.,..
Stay another hotel chain- the Big M like alot of companies today don’t care
Funny thing is that a few years ago while traveling with my family, we had a different but equally discouraging experience at the Niagara Falls Marriot. Our car was looted by the Marriot Valet Service and we were misled and lied to by Marriot. In the end, no compensation was made and we simply abandoned our Marriot elite status in favor of Hilton Honors. Haven't looked back and have found Hilton properties to provide terrific...
Funny thing is that a few years ago while traveling with my family, we had a different but equally discouraging experience at the Niagara Falls Marriot. Our car was looted by the Marriot Valet Service and we were misled and lied to by Marriot. In the end, no compensation was made and we simply abandoned our Marriot elite status in favor of Hilton Honors. Haven't looked back and have found Hilton properties to provide terrific value and the personnel to be reliable and professional. Thank you Marriot for opening us up to the positive experience of being a loyal Hilton Honors member.
If you want a good one, I have been a Marriott owner for 30 years, attained platinum for life status 10 years ago and have never, not once received an upgrade. Clear?
Are you only staying at popular high end properties? Or maybe courtyards and Fairfield's?
As a gold member, I often got uogarded... Even on a five night award stay.
As platinum and now especially as titanium, I frequently get uogarded.
There are plenty of problems with the chain... And I fear it will get worse now that platinum can be purchased via credit card.
But I find it hard to buy that ten years as platinum never got you a single upgrade.
I am a hotel GM. In my experience 95% in the past six years tell any lie they have to, to get their money back. No hotel will waste the time to call cops fill incident reports etc. Questions to ask:
Did the guest come down during breakfast hours to get breakfast? If they didn’t, they can’t get compensation for a breakfast they missed.
$10 is F&B credit. NOT a cash redeem if the guest...
I am a hotel GM. In my experience 95% in the past six years tell any lie they have to, to get their money back. No hotel will waste the time to call cops fill incident reports etc. Questions to ask:
Did the guest come down during breakfast hours to get breakfast? If they didn’t, they can’t get compensation for a breakfast they missed.
$10 is F&B credit. NOT a cash redeem if the guest did not use it..
How did he / she address the employee? Was she being talked rudely? When she said she cannot give, the guest should have gone to Marriott because that is where she sent the guest to..
Don’t trust every word of what the guest says..Being at the front desk is the most aggravating job.. There are too many Karen’s in the guest portfolio.
Sounds like a Jail warden than hotel GM.
There is a reason why customers to hotel are called guests. Hosts are to err on the side of making especially frequent guests comfortable. Even if the guest was wrong, the agent could have politely told him/her that the guest can have it, but it will be charged later if the manager doesn’t approve.
Hospitality business is not for the impatient and hostile. Guests have...
Sounds like a Jail warden than hotel GM.
There is a reason why customers to hotel are called guests. Hosts are to err on the side of making especially frequent guests comfortable. Even if the guest was wrong, the agent could have politely told him/her that the guest can have it, but it will be charged later if the manager doesn’t approve.
Hospitality business is not for the impatient and hostile. Guests have diverse backgrounds and have visible and invisible baggage. The hotel staff and property will pay a price for this.
The benefit is not $10 towards breakfast, it is $10 F&B, which can be used for anything, at least the way the T&C's are written. From the T&C's - "United States, Canada, Europe: 500 Points per Stay or U.S. $10 F&B credit per night of Stay for Member"
Since you are incorrectly interpreting the T&C's I can only assume you are a Marriott manager.
That's what you are paid to do Bubba. If you don't like dealing with Karens get a real job. I am sick and tired of earing about fat cat GMS sitting on their you know whats making excuses for their employees. Instead train them properly so they don't screw up. Remember that the customer is always always right. That idiot desk clerk should have bitten their tongue and accommodated. And in the meantime you need...
That's what you are paid to do Bubba. If you don't like dealing with Karens get a real job. I am sick and tired of earing about fat cat GMS sitting on their you know whats making excuses for their employees. Instead train them properly so they don't screw up. Remember that the customer is always always right. That idiot desk clerk should have bitten their tongue and accommodated. And in the meantime you need to grow up. Maybe you could use some remedial hotel management training? Also using proper grammar might make you look better too.
You're the kind of guest that makes front desk work so miserable. Maybe you could work on your empathy?
This is why everyone should just climb the Hilton ladder instead, I’m only gold but have never ever been denied a status benefit, even when they’re sold out or at high occupancy you still get upgraded and still get that sweet sweet late check out. I have Marriott gold, but it’s never a better experience.
I'm the guest in question in the post. I've been toying around with the idea of a Hilton status match and splitting my loyalty for a while but never got around to it. This incident was certainly the catalyst for me to finally pull the trigger on it.
If/how much business I split between Marriott and Hilton in the future I guess will depend on how Marriott CS comes back to me with a resolution.
Maybe he learned?
I recently went to an extreme to avoid giving Marriott my money.
While I stopped staying after burning my remaining points at Al Maha (amazing place), we still had a free night leftover from a CC we cancelled earlier this year. Decided to do a staycation. Mistakenly didn't check parking rates, showed up at the hotel to find they blocked off self-parking, and valet was $45 a night. So we...
Maybe he learned?
I recently went to an extreme to avoid giving Marriott my money.
While I stopped staying after burning my remaining points at Al Maha (amazing place), we still had a free night leftover from a CC we cancelled earlier this year. Decided to do a staycation. Mistakenly didn't check parking rates, showed up at the hotel to find they blocked off self-parking, and valet was $45 a night. So we drove home, and ordered an Uber to the hotel (ended up being $35 RT, after tip).
Front desk then asks whether we want points or breakfast, we say breakfast, and they tell us it's across the hall without any explanation of what "breakfast" includes.
So we go to breakfast at a chain restaurant that's on property, and I decide to check with front desk about the benefit. It's $20 credit.
We have the restaurant bill $20 to the room, and pay the rest directly. If it takes even a $0.01 away from Marriott, it was worthwhile.
Marriott deserves active avoidance (within reason) and hatred. Obviously do your level best to be respectful to the people who are just working for them, to the extent they are willing to be respectful to you.
The hotel should always favor its clients, especially when the clients are at their Platinum level. Hyatt is my favorite hotel brand and I would be upset too if I were treated this way.
@John Doe - Yes, airlines routinely do compensate their passengers when the experience isn't up to par due to broken equipment, etc. Domestically, I primarily fly Delta, and I have been awarded SkyMiles numerous times when I've had slight issues, like my seat having a broken IFE, etc.
I've been using Marriott for my work trip for years, and most of the time I had an unpleasant experience with the front desk staff. Now I use Holiday Inn and wow, what a difference in friendliness. Also, Holiday Inn has the most comfortable beds, and they ways serve hot breakfast.
Do Airlines give anything for free? Travelllers pay hefty fees for an airline seat for only a few hours of palne ride, but in hotels guests stays for average of 12 plus hours and comparatively pay less. Why is that only there are expectations of give ways from Hotel? Are brands going too far to please the guests as Hotel owners expense?
The expectations are based on the described benefits of loyalty. If programs dont want to fulfill the benefits, they should simply say so. They don’t say that though, because that would indicate that loyalty has limited value
1. Do hotels pay for a fuel to take you across the planet during those 12+ hours
2. People expect hotel benefits because they are published and marketed.
3. Hotel owners are free to leave the chain. What they can't do is to benefit from the brand and customers who come for the perks they were promised and then not give it to them.
Niagara Falls is particularly bad for EPF (Elite Pampering Failure) incidents. Staff deal with so many unrefined people they arent attuned to the expectations of high status guests. Best advice: Travel in SE Asia
.... or Europe or Middle East! ;-)
Or South America. Anywhere but the US!
Or the Oceania regions m, heck even Russia treats elites better. I received two suite upgrades at the former Ritz Carlton due to my status
Like Regis pointed out, anywhere but US for elite status on hotel loyalty programmes
This is exactly why I only stay at properties which charge an exorbitant resort or destination fee. If I’m going to get ripped off, I like to know about it up front!
I’ve been in few similar situations so not surprised by at all. Some of these hotel employees(and so called supervisors) are not informed on the elite benefits or just don’t care.
In these situations, always good to be firm for what you paid for and were promised, but if it's clear that the situation is escalating or you're dealing with someone who absolutely can't or won't change their (wrong) decision, it's better to roll with it and call customer service afterwards. This happened to me at the Beverly Hills Marriott -- they refused to give free breakfast nor any upgrade (multiple standard suites available) despite Titanium...
In these situations, always good to be firm for what you paid for and were promised, but if it's clear that the situation is escalating or you're dealing with someone who absolutely can't or won't change their (wrong) decision, it's better to roll with it and call customer service afterwards. This happened to me at the Beverly Hills Marriott -- they refused to give free breakfast nor any upgrade (multiple standard suites available) despite Titanium status; I said 'ok' and called customer service. Customer service was able to get the hotel to upgrade me to a suite AND comped me somewhere in the neighborhood of 45k points as well, which I was more than happy to take instead of free bad breakfast :P
In my experience, Marriott customer service is not good on most days, but when it's a black and white issue with a paid stay, they will usually make it right even if it is after the fact.
Mike, the problem becomes when the elite member experiences a "situation" at property after property. Denial of this benefit or that benefit, property after property. At a point, a person asks, "What am I really getting out of this elite status?" For me, having been an Ambassador for years and having read the experiences of so many others, I exited hotel loyalty programs for free agency . . . and have not looked back.
PS - Call customer service? Even the Ambassador Team was useless.
It's actually a $20 credit because it is $10 per person per stay for up to two elite plus one. So if you are a couple it's $20. I have had EVERY SINGLE Courtyard I've stayed at try to only give my wife and I $10. Always have to show them the website and they always say ok this one time!?!?! It is in writing, just honor your promises. I had a Courtyard night clerk...
It's actually a $20 credit because it is $10 per person per stay for up to two elite plus one. So if you are a couple it's $20. I have had EVERY SINGLE Courtyard I've stayed at try to only give my wife and I $10. Always have to show them the website and they always say ok this one time!?!?! It is in writing, just honor your promises. I had a Courtyard night clerk updlgrade me for my one night stay, then they tried to add $120 the next morning for my "complimentary platinum upgrade". I told them if you have upgrades available, then I should get it complimentary, by definition you gave me an upgrade, so it was available and therefore complimentary. This always just embarrasses my wife so we never stay at Courtyards anymore. Had better luck at Sheraton and Westins and JW.
The elite member DESERVES such treatment. Any person who still buys into the lie of Marriott elite benefits DESERVES such treatment. When will people learn?!?!?! The one surprise, though, is that the guest then asks the items be charged but the hotel person calls the police. Marriott has become Hertz. But, then, maybe it should not be a surprise.
Hotel loyalty programs get you a points mutliplier and a $10 food voucher that hasnt been raised for years to match inflation. You shouldnt expect anything else.
.... i need to pull out my Swahili dictionary, because i did NOT understand 1 line you said! :-o